Where are the moderators? (48 hours after failed non-porting activation)

[KirkK]

The general sticky which explains who the moderators are, how to contact them, and their hours of availability indicate that they should be available Saturday's and Sunday's from 9:30 am to 5:30 pm EST...  

... but I've not seen a moderator posting since yesterday morning, and only mary_m was even available for part of yesterday.  

So who knows how many of us are still stuck in limbo with failed activations, failed ports, etc. having paid for a service which we can't use.

Has anyone actually had a *failed activation*, where you couldn't even log in to your self-serve account RESOLVED this weekend by the AWOL moderators? (I.e. the only ones with any authority to actually resolve these insane issues)

[Rockdaddy22]

That would be cool to hear, I don't know if telus would like that or maybe they would. We'll see 🙂

[jeremyesq]

@Rockdaddy22 Just a suggestion -- when the smoke finally clears on this promotion, I hope PM will consider shedding light on how many people joined PM and how many existing PM users switched to the promo plan.

[Rockdaddy22]

That's up to somebody above me lol

The community system works fine when it's not overwhelmed, any company can get overwhelmed community or no community. They seem to have underestimated the demand for a great prepaid service.

[KirkK]

@Rockdaddy22 Agreed.

I think a few of these more provocatively titled active threads, are revealing the limitations of the community system.  Especially as new posts increase the noise to signal ratio.

Perhaps we should create a new post, that advises to stop tagging the moderators, and only contact the moderators via private message.

[Rockdaddy22]

I think they need to forget about tags for now and really focus on the backlog of private messages.

[KirkK]

@J_Wig  @kav2001c:

I agree, J_Wig needs to be handled first...

... what I think happened, is that she's replying to the original poster in this case (me), and it's pretty evident that she's not really reading the details of the post (since I'm not even trying to port a number).

It's merely a case of 'squeaky wheel...' because I've become so vocal.

Rest assured both of you, she hasn't helped me yet (or opened my new private message).

[kav2001c]

@KirkK Jeremy actually did aggregate a whole slew of posts and topics. I assume the others will be when he comes back again.

[KirkK]

@Rockdaddy22:

Which is why we somehow have to aggregate these posts, stop mentioning the moderators using '@' (so as to not overwhlem them any further), so that PM is forced to address the central issues.

[Rockdaddy22]

I guess she'll officially start handling customer accounts Monday, but we'll see.

I not sure if the mods work for Koodo or telus on their off days, but PM needs to consider to get them all over here full time until this promotion is over. It's getting pretty crazy now.

[J_Wig]

@kav2001c that's the question I am asking myself too, it feels like I'm being ignored because my post didn't get as many hits as this one? I don't get it at all.

[KirkK]

@Emissary   @daredogg

Yes, so I've private messaged Saray as well now... still trying to understand I guess how she's instructed me to private message with the same details I provided via private message mary, when the offical posting says that all messages to any of the moderators get put in a queue that all mods have access to.

I'm thrilled to hear (as Emissary posted on another thread) that (s)he had a successful account creation issue resolved by a moderator back on Wednesday night... though is now waiting for the port (which I consider a completely separate issue, and at least partly out of Public Mobile's hands).

[kav2001c]

@Rockdaddy22 the new mod looks like she started Friday... maybe Monday is official start date

[kav2001c]

@daredogg What troubles me is the queue. @J_Wig did post on here first (plus his email) yet how did @Saray_O choose to solve @KirkK problem first?

[Rockdaddy22]

A new mod starts tomorrow, let's hope that helps a bit

[J_Wig]

@Saray_O Good afternoon, why do mods reply to some posts and not others? I posted my issues here on Nov 3rd and no mod replied. Just wondering if indeed there is a queue or a system in place.

http://productioncommunity.publicmobile.ca/t5/Getting-Started/New-Customer-with-issues/m-p/84592

[daredogg]

@Emissary Totally agree. You're left feeling helpless just having to wait. I can hear @KirkK's frustration because he really has tried everything and is kept being told the same advice. I'm glad to see that Saray_O has responded, but hopefully she can get him fixed up today (and @J_Wig as well).

[mig39]

Oh, ok.  If PMs to moderators go into a queue, that would explain why some haven't even been opened yet.

[mig39]

Hi @Saray_O are you actually processing PMs?  I've sent PMs to others and they haven't been read yet.

I'm also having issues.  I've sent a PM as well to you and to another moderator, but they haven't been read yet.

[stphnp]

I've read that private messages for mods go into a queue for all of them to get to, but sometimes it seems like you have to message the right mod or start a new topic at a certain time. I don't want to seem annoying, but.....

[Emissary]

I think this is the frustrating piece. Those of us who have trouble get told to PM a mod (sometimes by the mods themselves). We then do that and our messages go unread for days on end. I know it's not the mods fault--they're doing their best in tough circumstances. But we're left wondering whether anyone will ever even read our messages, let alone respond.

[kav2001c]

The larger issue seems to be a repeated theme of people sending multiple messages to mods... something is not working like it was supposed to...

I still have an unresolved issue + pm to mod as well I am just waiting since it seems less urgent than current backlog with the new promo plan activations

[daredogg]

In all fairness, @J_Wig would not of known to consult the community right away, as we are used to sending off an email to a company when we have an issue. But with PM, emailing (in my opinion) is not good for "no service" problems. It's fine for account changes, etc., but not for immediate issues.

Soon, soon... I hope it'll be soon... I bet that's what it sounds like everyone is saying?! 

[KirkK]

@Saray_O

I've done ALL those things... two days ago, and again yesterday when only @Mary_M was working. I'll private message you again, but I'm giving up hope for a simple account creation.

[Saray_O]

Hi @KirkK, 

I'm sorry you haven't been able to activate your account. 

We are receiving a very (very!) high number of Community messages, notifications, tweets, and Facebook messages at the moment and I am the only moderator working today. 

If you send me your Public Mobile SIM card number and the number you are trying to port, I will gladly assist you! 

Also please note that you can always send an email to our team of Community Specialist (Get Help > Contact Us) and they can also assist you 🙂 

Thank you. 

[J_Wig]

Yeh at this point I, like everyone else just want my issues resolved or at least a time line. I know they have provided good service for people up till now as I was recommended the service from a family member but that doesn't mean me as a new customer should have to put up with this. I'm just frustrated like everyone else.

Good luck everyone. Gonna just wait it out I guess.

[KirkK]

@J_Wig  @kav2001c

You're both right:  you can attempt to contact Public Mobile outside of these community forums via a web form, and J_Wig simply joined the forums  AFTER waiting the 2 days that the return e-mail form advised to wait.  (I figured I'd try a more shotgun approach and do both at the same time: i.e. joining the formus/private messaging the moderators, and using the e-mail general form.)

[kav2001c]

@J_Wig oh no this is a well known problem, do not mean to make it sound bad

But your dates are publicly displayed on here for anyone to see

There are ALOT of issues currently and Public appears to have no contingency to clear the backlog

Any email sent before registration though would have less priority than tagging a mod here

It is weird but that is how they have always done it

Assuming they had no existing issues your email would be actioned, but...

*edit - How would I "get a break on my bill for posting"??? Odd ideas there 

[J_Wig]

@kav2001c here we go with the accusations that I am somehow exaggerating.. I first sent my email asking for help on the 31st Oct and haven't had a response. I waited 48 hours like it said in the email, then on Nov 2 I registered for community and messaged the moderator, still nothing.

I understand you get a break on your bill every post you make but no need to try make me look like a liar.

[kav2001c]

@J_Wig it shows you did not even register for board until Weds Nov 2

Most of your posts are in last 48 hours over weekend so it is not like the Mods left you high & dry for a week

[J_Wig]

@KirkK Im not sure it is legal, they can blame it on their new promo or whatever but at the end of the day when you enter the business arena you need to provide the minimum standards.